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eClerx LLC

Analyst

Reposted 8 Days Ago
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In-Office
Mumbai, Maharashtra, IND
Mid level
In-Office
Mumbai, Maharashtra, IND
Mid level
This role involves leading Voice of Consumer programs, analyzing performance metrics, generating insights, and collaborating with teams to drive customer experience improvements.
The summary above was generated by AI

   Lead Voice of Consumer (VoC) programs including surveys, reviews, and feedback analysis
• Design, manage, and analyze Net Promoter Score (NPS), CSAT, CES programs across customer touchpoints
• Perform social media listening and sentiment analysis across platforms (Twitter/X, Instagram, Facebook, forums, etc.)
• Analyse web and app performance metrics using tools like Adobe Analytics, Google Analytics, Amplitude etc.
• Analyze data from offline touch points and other physical customer interaction channels to generate actionable insights on customer      experience and business performance.
• Identify customer journeys, drop-offs, and behavioural patterns across digital touch points
• Identify key customer pain points, trends, and emerging issues through data
• Build dashboards and reports using Power BI, Tableau, or similar visualization tools
• Translate data into actionable insights, compelling narratives, and strategic recommendations (data storytelling)
• Collaborate with digital, marketing, product, and CX teams to drive improvements
• Manage client communication and ensure timely delivery of insights and reports
• Drive closed-loop feedback mechanisms and continuous improvement initiatives.

HQ

eClerx LLC Mumbai, Maharashtra, IND Office

Express Towers, 4th Floor, Ramnath Goenka Marg, Nariman Point, Mumbai, Maharashtra, India, 400021

eClerx LLC Navi Mumbai, Maharashtra, IND Office

Building # 11, 2nd, 3rd, 4th, 5th & 6th Floor, K Raheja Mindspace, Plot #3 TTC Industrial Area, Thane Belapur Road, Airoli, Navi Mumbai, India, 400708

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